Tax offices are facing evolving customer expectations and new technologies.

An almost explosive growth in the use of the Internet and social media means that taxpayers’ demands pertaining to exchange of information, tax office accessibility, tax processes and reuse of data have already fundamentally changed since a decade ago. They will continue to change at this fast pace. The traditional tax office therefore needs to reconsider its structure and processes, as well as its service principles and information technology to meet this challenge.

Adding to the trend towards customer centricity is a pressing need to improve compliance: collecting the right amount of tax is more important than ever. Understandably, the economic situation and the worldwide trend towards cost reduction in the public sector are leading to mounting pressure to cut costs.

The way in which tax offices supply their services needs a significant upgrade. The challenge is to improve the quality of services, both from a customer and an internal perspective, to increase compliance, and to cut costs all at the same time. There also needs to be a focus on reducing complexity, costs of ICT, and sometimes the number of staff required to carry out the core functions of the tax office. This means doing more with less to become more efficient and effective.